Senior Care Service Experience Strategist, Toast

• 4+ years of experience working in a strategy, consulting, or analytical role, with a strong focus on customer experience, service operations, or business transformation
• Proven experience conducting in-depth analysis of complex operational processes and large datasets
• Proven track record of using data to drive decisions and present actionable insights in complex, ambiguous situations
• Strong SQL and analytical skills and experience working with BI tools such as Sigma, Looker, Hex or Tableau
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels
• Strong project management skills, with the ability to lead multiple strategic initiatives simultaneously
• Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment

Desirable

• At Toast, we are on a mission to relentlessly improve the Care Service experience, and we are looking for a dedicated individual to play a critical role in this journey
• We are seeking a highly analytical and strategic Senior Care Service Experience Strategist to play a pivotal role in re-imagining and optimizing our customer care landscape
• This is a unique opportunity for an experienced strategist to make a significant impact on a core function of our business, directly influencing customer satisfaction, operational efficiency, and the overall success of Toast
• This individual will be responsible for deep-diving into our existing care ecosystem, identifying key pain points and opportunities, and driving the data-driven insights that will shape the future of our customer service experience
• This position will focus on the strategic organization of the Care team, re-imagining and optimizing our customer care landscape
• You will collaborate with stakeholders across the organization to recommend and implement long-lasting improvements
• Deep Dive Analysis: Conduct comprehensive analysis of current customer care processes, tools, data, and workflows across all channels (phone, chat, email, self-service, etc.). This includes identifying inefficiencies, bottlenecks, and areas for improvement in the customer journey
• Data-Driven Insights: Leverage a variety of data sources (e.g., customer feedback, service metrics, operational data) to identify trends, root causes of issues, and opportunities to enhance the customer care experience
• Strategic Recommendations: Translate complex data into clear, actionable strategic recommendations for re-organizing and optimizing the customer care landscape. This may include working on new organizational structures, technology solutions, process improvements, and self-service initiatives
• Stakeholder Management: Present findings and recommendations to key stakeholders, effectively communicating complex concepts and influencing decision-making
• Performance Measurement: Establish a framework for measuring the impact of strategic initiatives on customer satisfaction, operational efficiency, and business outcomes
• Customer Advocacy: Champion the voice of the customer throughout the organization, ensuring that customer needs and feedback are at the forefront of strategic decisions